Customer Service Representative

Job Responsibilities 

•Assist residents with scheduling vaccination appointments, reviewing available options and services to ensure the resident is knowledgeable and properly prepared for their appointment;

•Resolve issues and concerns related to appointments and eligibility requirements. Consult with senior peers on more complex issues to resolve concerns. Follows escalation procedures to ensure complex support issues are resolved;

•Expertly handle large volumes of inbound/outbound calls professionally and in a timely manner;

•Effectively follow call center scripts when asked difficult questions or providing consumers with detailed information;

•Ability to navigate between multiple screens in order to provide accurate information to consumers;

•Collect and analyze consumer information and inquiries while, maintaining accurate call logs and records of calls;

•May assist less experienced peers;

•Maintain and improve quality results by adhering to standards and guidelines;

Qualifications / Skills / Equipment and Services

•Call Center Experience (preferred)

•Personal Laptop or Desktop Computer

•Strong Internet Service from a reliable Internet Service Provider (Direct Ethernet Connection)

•Ability to adapt quickly in a high-energy, fast-paced, ever changing environment

•Basic computer skills, keyboarding – accurate typing and Microsoft Office skills

•Attention to details

•Active listening skills, providing exceptional customer service

•Professional demeanor and excellent phone etiquette

•Excellent written communications and organizational skills

•Exceptional verbal communication and interpersonal skills

•Ability to manage multiple priorities and function as a team player

•Able to take constructive criticism and flexible with coaching

•Professionally exercises discretion and independent judgment in day-to-day work

Educational and Experience Requirements

•High school graduate or GED equivalent

•Successful candidates may be required to pass skills assessment tests

•Must pass background check

•Bi-lingual candidates (a plus)

All your information will be kept confidential according to EEO guidelines.